Senior Customer Success Manager

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.

Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 500 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

What you'll do

• You will help customers achieve their goals, and this is only possible by understanding the users’ needs and by having an outstanding knowledge of the Kpler offering. Everyday is different for a Kplerian CSM!




Your missions will include:

• To always maintain a meaningful level of engagement with clients and be the key point of contact for inquiries from client
• Coach users to be experts on our terminal, Excel add-in, API and data integration. 
• Help the commercial teams uncover upsell/cross-sell opportunities based on clients’ needs.
• Proactively align client’s goals with Kpler’s
• Help to continuously improve the Kpler Customer Success process (knowledge base articles, internal tools, support FAQs, etc.);
• Ensure that appropriate client contacts, documentation, reviews and projects are added to Salesforce and are up-to-date; You’ll be in touch with clients every day either by email, phone, video calls and face to face to help them in a myriad of topics (product usage, new features, support, etc) while always taking into account their individual needs.
• To enable the client to use the solution at its maximum potential, you’ll need to liaise with different teams at Kpler, such as Sales, Product or Engineering.

You are or have

• +4 years customer success management experience preferably in Fintech, Energy, shipping, or working for a data provider
• Experience working with large enterprise/strategic customers (100+ users and owned book value >$5M ARR)
• Outgoing, personable and a client-focused person
• Has the ability to articulate technical concepts with both technical and non-technical audiences. Whilst experience with programming languages is not mandatory to this role, experience with Python or R would be beneficial.
• Someone who is empathic, listens and understands the customer’s needs through strong relationship building
• Capable of adapting to the needs of users in financial firms, ranging from banks to hedge funds and/or physical trading houses/energy majors.
• Genuinely care about your clients and take ownership of projects

We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?

We make things happen

We act decisively and with purpose, going the extra mile.

We build
together

We foster relationships and develop creative solutions to address market challenges.

We are here to help

We are accessible and supportive to colleagues and clients with a friendly approach.

Our People Pledge

Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.

Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

By applying, I confirm that I have read and accept the Staff Privacy Notice